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EVENTS - Customer Engagement Conference 2019

Programme

08.45 - 09.15

REGISTRATION AND NETWORKING

09.15 - 09.25

Chair's welcome and opening comments

09.25 - 09.55

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RETAILER KEYNOTE FIRESIDE HAT: Engagment from workforce to customer - how to build a customer-centric culture in your organisation

Everyone owns the customer experience - marketing owns the channels to market and the ability to keep the tone consistent in those channels. PR owns the media channels and is in charge of keeping the message consistent. Customer care owns the front line with the customer and can keep the experience consistent. In this session, Jo from the ICS will interview a leading retailer on this topic.

  • Hiring the right people into their senior CX director roles - should they be the ones setting the strategy for CX, digital transformation, customer centricity?
  • How to tackle internal barriers that still exist and convince those holding the purse-strings that “return on investment’’
  • A highly-engaged workforce = highly-engaged interactions with customers
  • Developing a deep understanding of the entire value proposition it exchanges with your customers

Jo Causon, CEO, Institute of Customer Services

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09.55 – 10.25

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RETAILER CASE STUDY: Creating impactful and meaningful in-store customer experience

A good in-store customer experience is the foundation of retail success and every retailer should have this in bundles.

  • Creating an opportunity for retail to improve the customer experience
  • Turning anonymous shoppers into loyal customers
  • Creating experiences that cannot be replicated elsewhere - deliver service beyond sales
  • Why and how retail has streamlined their customer experiences

Charles Henri Duclos, Digital & Store Concept Coordinator, Decathlon

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10.25 - 10.55

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RETAILER CASE STUDY 1: The loyalty challenge - innovative ways to add value and win long-term customer retention

  • Finding more effective ways to inspire customer loyalty
  • Servicing the connected consumer - understanding loyalty, social and mobile
  • What are the factors that drive customer loyalty and customer retention among key customer segments?
  • Can customer loyalty schemes improve sales without cannibalising traditional channels?
  • Make the customer return experience seamless and pleasurable
  • The best loyalty programmes are built on data, where the customer is put first
  • Creating value for  shoppers - empowering them to drive loyalty and advocacy

Craig Wheeler, Managing Director, Beate Uhse

 

RETAILER CASE STUDY 2: Lotalty at Crabtree & Evelyn

Lee Woodward, Global Chief Experience Officer (CXO), Crabtree & Evelyn

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10.55 - 11.15

NETWORKING COFFEE BREAK

11.15 - 11.45

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EXPERT OPINION: Aligning with shoppers in a world of constant change

Drawing on exclusive shopper research and interviews with leading global retailers, Bryan will highlight the opportunities to better connect with shoppers through the realignment of retail strategies. How can retailers best intersect with shopper expectations?

  • Being good by doing good - the reputational and commercial benefits of CSR programmes
  • The wellness opportunity - how to facilitate a healthier shopper base
  • Responsible sourcing - the quest for authenticity, localness and provenance 
  • Creating meaningful loyalty - building an emotional connection with your best customers 

Bryan Roberts, Global Insight Director, TCC Global

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11.45 - 12.40

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RETAILER MEGA PANEL: Personalising the customer experience - today's buyers want personalised interaction

Delivering the right, tailored message, to the right group of people, at the right time.

  • Creating super-audiences via personalisation - better communication with your customers
  • Personalise the shopping experience - more contact with consumers across channels to create a more seamless process
  • How do brands offer personalisation on different channels to engage the customer
  • Delivering fast, easy, personalised and intuitive self-service as customer expectations change
  • Deliver a personalised customer experience in an omnichannel environment
  • What are brands doing to leverage mobile as the most influential – and personal – touchpoint for reaching consumers and satisfying expectations?

Aaron Chatterley, Founder & CEO, Feelunique.com

Jim Warren, Director of Marketing, Wild & Bloom

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12.40 - 13.35

LUNCH & NETWORKING

13.35 - 14.15

INTERACTIVE RETAILER DEBATE: How to build an AI strategy to deliver sales, customer engagement and improved delivery

Now is a particularly exciting time when it comes to retail customer experiences, as emerging technologies such as artificial intelligence (AI), chatbots, virtual reality (VR) and augmented reality (AR) present new possibilities for engaging with customers both in stores and online.

  • Investing in technology to improve customer experience
  • Transforming customer contact with AI, digital and social media
  • Using AI in CX to boost retail efficiency
  • Supporting better customer service with chatbots
  • AI, chatbots and the power of conversations 
  • Winning customers with image recognition software, chatbots, mobile payments and targeting tools

14.15 - 14.45

RETAILER CASE STUDY: Using social media as part of your engagement strategy

Instagram-friendly experiences need to be considered as part of a 21st-century retail strategy, in order to engage customers primarily of a younger demographic.

  • Tailoring engagement to a younger audience
  • Using social channels to showcase products and looks
  • Using social media to promote your customer journey
  • How to refine your social strategy to help meet customer expectations

Katie Gritt, Social Media, Content & PR Manager, The Entertainer

14.45 - 15.00

NETWORKING COFFEE BREAK

15.00 - 15.30

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RETAILER CASE STUDY: The value of customer insight - understanding the customer-centric retail universe

How can retailers’ best get departments and teams to engage with customer insights and embed the customer at the heart the organisation?

  • How can insight successfully drive improvements in customer experience?
  • How the changing behaviour of our customers is forcing organisations to transform their engagement strategies
  • Customer engagement and conversion
  • Making the brand experience meaningful and the exchange valuable

Jim Warren, Director of Marketing, Bloom & Wild

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15.30 - 16.00

RETAILER CASE STUDY: Restructure and align your customer journey - ensuring a seamless experience

Reengineering your business to ensure that the customer journey is seamless as customers switch between desktop, mobile and instore as they progress from research through to purchase.

  • Channel agnostic and customer centric - delivering the seamlessly integrated omni-business proposition
  • What is the secret to prioritising your channels?
  • How can you get online and offline teams to collaborate more effectively?
  • How do you differentiate various channels to meet channel-specific consumer expectations?

16.00 - 16.30

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EXPERT OPINION: Spotlight on how to use customer data to drive engagement

Rich data can be used to assess customer engagement levels across all channels and combined with loyalty schemes to drive the greater levels of personalisation desired by the customer.

  • How to use that data to put the customer at the centre of everything you do
  • Why retailers need to layer data - attributing online sales with each market based on the geolocation of the customer
  •  How should brands best use data across all channels?
  • Harnessing the Voice of the Customer through data insights 

Ian Tomlinson, CEO, Cybertill

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16.30 – 16.35

Chair's summary and closing remarks

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